国际酒店前厅部前台接待—SP-RM-FO-REC-C209 处理SPG程序Handling the SPG program

1、酒店管理之家国际酒店前厅部前台接待服务程序前台是展示公司的形象、服务的起点。对于客户来说，前台是他们接触我们公司的第一步，是对公司的第一印象，是非常重要的。烟花美文网小编整理了公司前台接待的工作流程，希望大家有所收获!前台接待，又叫“行政前台”，与“行政后台”对应，归属公司行政部管辖，它是现代企业典型职位之一，属于面向于公司外部的公司门面，代表着企业的形象，必须形象气质佳，由于此岗位需要值班，不得脱岗，故此职位人数最低不得少于2人；大多数企业通常会依人员流动性提供周期性内调的规定。其通常主要负责客户的来访及登记、电话转接等事务，迎候来宾、判断来宾意向并与接待、办理相关手续、接听来电、回访常见问

2、题。制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。使前厅部运营及管理手册格式化，以便于更正、修改。Position: Guest Service Manager职位：宾客服务经理Department: Front Office- ReceptionDept. Head: 部门：前厅部/ 前台部门经理：GM Approval: Date: 总经理批准：日期：Task: Handling the SPG programCo

3、de: RM-FO-REC-C209任务：处理仕达屋优先顾客计划序号：RM-FO-REC-C209Standard:Ensure the Preferred Guest Program enrollments, membership benefits delivery and other related services are performed completely and consistently.标准：确保仕达屋优先顾客计划正确、高效的运行，介绍更多客人加入计划，确保仕达屋优先顾客得到所有的奖励及认知。Procedures:IntroductionIntroduce the leadi

4、ng frequent traveler program in the hotel industry Preferred Guest Program to all new associates.Complete the certification programs to ensure all Front Office associates are fully trained and deliver all components of SPG. 2. EnrollmentIntroduce the Employee Incentive Program to all Front Office as

5、sociates.Enroll all qualifying guests into the Preferred Guest program.Set up practical plan to achieve the hotel Qualified Enrollment Goal. RecognitionAsk every guest if s/he is a member of the Preferred Guest Program Preferred Guests should be checked in expediently and must be recognized as value

6、d guests.Deliver the appropriate membership benefits consistently.AwardsAll Front Office associates have a complete understanding of all Preferred Guest Award(s): Free night award, Free weekend award, 50% off awards, Upgrade award, Instant awards, etc.Introduce and encourage Preferred Guests to use

7、the web site: HYPERLINK , to check member account, make reservations and take advantage of program promotions. TransactionsDesignated associates responsible for daily transaction via Internet: Online transactions for Enrollment, Stay transaction and Award redemption.程序：计划介绍每位新员工均能得到仕达屋优先顾客计划的详细介绍和正确培训。正确执行培训认可计划，每位员工需通过认可后方可上岗，确保仕达屋优先顾客得到正确奖励与认知。2. 登记会员向前厅部所有员工培训介绍新会员加入的员工奖励计划。介绍并邀请每位客人成为仕达屋优先顾客。制订有效计划(每天，每周，每月)，确保完成并超越酒店目标。3. 会员认知在客人登记入住时，向每一位询问或确认仕达屋优先顾客号码仕达屋优先顾客在登记入住时应在指定柜台，使用指定欢迎卡，确保在两分钟内完成登记手续。持续向会员提供优质服务，确保会员认知。4. 会员奖励前厅部每位员工熟识各种会员奖励，包括：免费住宿，免费周末，五折优